1. Zeithaml, V., Bitner, M., Gremler, D.: Marketing de Serviços - A Empresa Com Foco No Cliente, 6th edn. Amgh, Porto Alegre (2014)
2. Lovelock, C., Wirtz, J., Henzo, M.: Marketing de Serviços: Pessoas, Tecnologia E Estratégia, 7th edn. Pearson Prentice Hall, São Paulo (2011)
3. Parasuraman, A., Zeithaml, V.A., Berry, L.L.: Servqual: a multiple-item scale for measuring customer perception of service quality. J. Retail. 64(1), 12–40 (1988)
4. Bolton, R.N., Drew, J.H.: Linking customer satisfaction to service operations and outcomes. In: Rust, R.T., Oliver, R.L. (eds.) Service quality: new directions in theory and practice, pp. 173–200. Sage Publications, Newbury Park (1994)
5. Dabholkar, P., Shepherd, C., Thorpe, D.: A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study. J. Retail. 76(2), 139–173 (2000)